Business ProfileforEagle Rock RV & Service Center Inc.

Took our motorhome in twice for some maintenance on our Oasis heating system. Each time it was supposedly fixed however after the second trip and over $5000 it still was not. After the last trip I talked to the owner **** and claimed I was starting to lose confidence in their work and asked him how he was going to make it right. I asked him to find out from his technician what specifically they did to test the system the last time and he said they ran it for two days with heat and water. I can tell you that is a lie because when I hooked up water to clean and sanitize the system some residual winterizing fluid came out so they clearly didnt run water through the system. Also, the customer service rep said they ran it for a day, so which is it? **** doesnt know. Well, during the second phone call **** started raising his voice with me and ended up hanging up on me, most likely because I was calling him out on the dishonest things I was seeing and he didnt want to do the right thing. Also, I was charged $300 more than originally quoted for 2 replacement parts with no resolution even after asking twice. The management of this company is incompetent, unprofessional and untrustworthy. Beware.

The first time ************** brought the coach in was over a year ago.  When it left our shop it worked great, we offer a 90 day parts and labor warranty and did not hear from him in that time frame.  Forward to a couple weeks ago, ************* called us with issues he was having with his oasis system again.  He wanted to talk with our technician about it as we could not get him in right away.  He talked with our technician and then self diagnosed his unit.  He called back asking us to overnight parts from oasis and to see if we could get the parts installed that he had requested we order.  We did not diagnose the issue and did not recommend the parts, this was ************** decision.  He then dropped off the unit and we installed the parts, as requested by **************.  We tested the oasis system and it ran with no issues for us.  It did take longer than the estimated time we quoted. That's why it's just an estimate.  It has not been over 5000 for repairs on the oasis, ************** knows we have done a lot more work than that.  Back to when ************** picked up his unit on Thursday, we didn't hear back from him till Friday morning, saying we didn't know what we were doing and wanting his money back.  Again, we offer a 90 day parts and labor warranty and told him we would not give him his money back, but if he would bring it back, we would take care of him.  He did not want to do this and since he self diagnosed and asked us to overnight the parts we were not going to offer a refund and he did not like that he then began to tell us we were incompetent and a bad shop and we were not going to listen to that so we ended the call.  We strive to take care of all the customers who walk through the door, new or repeat customers get the same treatment.  We go above and beyond for everyone.  Our reviews speak for us, but we also have our limits and have to draw a line in the sand when customers start being rude to us.